IT Service Desk Analyst
Crown Office and Procurator Fiscal Service
- Department
- Crown Office and Procurator Fiscal Service
- Location
- Glasgow
- Openings
- 1 post
- Grade
- AA
- Salary
- £27,164 to £30,281
- Closing
- 3 days left
- Profession
- DDaT
- Contract
- Permanent
- Security clearance
- BPSS
- Working pattern
- Full-time
Job summary
Are you a problem-solver with a passion for technology and delivering excellent customer service? Do you thrive in a fast-paced environment where no two days are the same?
The Crown Office and Procurator Fiscal Service (COPFS) is looking for an enthusiastic and customer-focused IT Service Desk Analyst to join our Information Services Division (ISD). As the first point of contact for IT support, you will play a key role in ensuring colleagues across the organisation have the technology, systems, and support they need to deliver vital public services.
Working as part of a busy Service Desk team, you will provide first-line technical support, troubleshoot a wide range of hardware, software, and access issues, and manage incidents and service requests through to resolution. From supporting Microsoft 365 and Active Directory environments to configuring laptops and mobile devices, you'll use your technical knowledge and problem-solving skills to deliver effective solutions and a positive user experience.
This is an excellent opportunity for someone with IT support experience who enjoys helping others, communicating with a diverse range of users, and working collaboratively to maintain high-quality digital services. If you're looking to develop your skills within a supportive team while making a meaningful contribution to public service, we'd love to hear from you.
What they’re looking for
- SCOPE OF THE ROLE
- Troubleshoot and resolve hardware, software, and network issues.
- Log, manage, and escalate incidents and service requests in line with agreed Service Level Agreements.
- Maintain clear and professional communication with users throughout the support process, ensuring a positive user experience.
- ROLE SPECIFIC DUTIES
- Provide first-line telephone and digital support to internal staff and external stakeholders.
- Resolve IT issues and fulfil service requests, including equipment orders and access changes.
- Log and manage incidents within agreed timeframes, keeping users informed throughout the resolution process.
- Adhere to internal IT policies, procedures, and service standards.
- Perform additional support tasks as required by the service desk team.
- Respond to and resolve IT support requests, including password resets, software installations, and access permissions.
- Assist in the setup and configuration of onsite hardware such as laptops and mobile devices.
- Support the rollout of software updates, patches, and security configurations across user devices.
- Please note that these lists are not exhaustive, and other duties may be required as appropriate to the role.
Job description
The Information Services Division (ISD) delivers a wide range of efficient and secure digital services that support COPFS operations and help the organisation carry out its core functions effectively. ISD plays an important role in supporting staff across the service by maintaining key systems, improving digital capability, and ensuring users have access to the technology and support they need to work confidently and efficiently.
As an IT Service Desk Analyst, you will be the first point of contact for IT support within COPFS. This frontline role is essential to providing a smooth and responsive user experience. You will provide technical support to staff across the organisation, helping to identify, assess, and resolve a variety of issues relating to hardware, software, and key systems. You will also help maintain service continuity by responding promptly to user queries, providing clear advice and guidance, and escalating issues when required.
Nationality requirements
This job is broadly open to the following groups:
- UK nationals
- nationals of the Republic of Ireland
- nationals of Commonwealth countries who have the right to work in the UK
- nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
- nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
- individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
- Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
Further information on nationality requirements (opens in a new window)
Selection process
Please see application pack.
Feedback will only be provided if you attend an interview or assessment.
Practise before you apply
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